Plan de Progrs : projet n Titre Chef de Projet : Sponsor :

1
Customer Complaint Management Process ( PTIC )
1/8
2
Just to remember
PASC
PTIC
The Customer Complaint Management Process is
defined at the Group level and is deployed in all
entities. Its a cross-functional process that
starts from the Customer and returns back to the
Customer.
3
Customer Complaint to Country CSC
2/2
4
Technical Complaint Management Process Flow
1/2
Country Organization
Product Department Organization
5
Technical Complaint Management Process Flow
2/2
6
Different Risks Description of cases
CSC Process
DirQ_03-C
DirQ_13-A
ProQ_04-A
7
A Simple Three-Step Process
Grap
Grap
Push Info.
2 jours
Business15 days
S CSC Level 1-2
Failure Analysis report return
NOTE Electronic data transmission is
virtually instantaneous.
7 days